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Exploring the Design, Use, and Outcomes of Process Guidance Systems - A Qualitative Field Study

Morana, Stefan; Schacht, Silvia; Maedche, Alexander

Abstract: Organizations define processes specifying employees’ daily work and require them to be process compliant in order to prevent expensive mistakes and ensure a high quality. Employees have difficulties in being process compliant, among oth-er reasons, due to lacking process knowledge. Addressing this lack of process knowledge and the need to support employees’ process execution, we investigate the process guidance concept. In this research, we present a process guidance system implemented in a case company and its evaluation in the form of a qualita-tive field study. The findings from the interviews and focus groups confirm the intended outcomes of process guidance on the users’ process knowledge, per-formance, and process compliance. Moreover, we discuss in detail the outcomes of process guidance usage and identify opportunities for future research.


Zugehörige Institution(en) am KIT Institut für Informationswirtschaft und Marketing (IISM)
Publikationstyp Proceedingsbeitrag
Jahr 2016
Sprache Englisch
Identifikator DOI: 10.1007/978-3-319-39294-3_6
ISBN: 978-3-319-39294-3
KITopen ID: 1000055663
Erschienen in Tackling Society's Grand Challenges with Design Science : 11th International Conference, DESRIST 2016, St. John’s, NL, Canada, May 23-25, 2016, proceedings
Verlag Springer
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